Safelite AutoGlass

SHORT VERSION Horrible customer service. Lazy, non caring attitude. Wrong parts ordered with no apology or care. Next service to be rescheduled a week and a half later. This is ridiculous, go somewhere else. LONG VERSION What a stupid, annoying experience. On Wednesday, 7/17, a bungee let loose and shattered the back glass on my truck. I have a center sliding window that did not break, but the rest of the glass needed replaced. I tried to set an appointment online thru Safelite's website. I selected the date and time (7/23 at 8:30 AM), but when I entered my credit card information for the insurance deductible, the screen would not load and advance to confirmation. After waiting an hour, I still did not receive a confirmation email and it was after hours so I could not call. I checked my bank account and the funds were taken out, so I figured the appointment was set but I stopped by the shop the next day to check. The guy I talked to seemed to be bothered when I asked if the appointment was set but he did eventually confirm that it was not and the next available date was Saturday, 7/27. I wasn't thrilled about that, but figured I could change my weekend around to accommodate and set it up for 8 AM. I have a roof top tent on a bed rack that I needed to take off, so I removed that (which is a huge pain) the night before. I figured that I would put it back together after the glass was repaired and then could proceed with my planned camping trip later that day. My wife dropped the truck off while I was finishing packing up. When she arrived, a different employee came out and said "we can't fix that, we only have the center glass". No apology, no acknowledgment that they messed up our plans and our day. My wife called to let me know and to figure out when I wanted to reschedule. I asked to talk to the guy and when he got on the phone I asked what happened and explained my situation and how I had to flip my plans around to do this. He said "the wrong part came in". Again; no apology, no empathy, no acknowledgement. I pressed the issue and said "so you guys ordered the wrong part?" He responded with a flippant "sure, yeah, if that's how you wanna say it." What the hell kind of response is that? Man up, apologize for the inconvenience, try to make it right. That is basic customer service, what he did was not. I asked when they could get it in and he told me it would be 9 more days on 8/5. That is ridiculous. I told him I would go somewhere else. We called Fred Beans Ford, right down the road and they have us scheduled for 4 days from now on 7/31. I probably would have stuck with Safelight even with the longer delay of a service date of 8/5 if the employees that work there would have shown an ounce of customer service skills. Safelite, train your employees better to deal with customers. Here is a real simple example of what could have been said: "I'm sorry, I was going over my jobs for today and noticed that we only have the center glass. I see that the whole back glass needs replaced, that was our mistake. I am sorry for the inconvenience, let's try to make this right and see when we can get you rescheduled." Would something like that really have been that hard to do? Be better.

My windshield had a very bad hit by a flying gravel near the top center edge. Two days later I heard another loud sound. Lo and behold, the bulls-eye chip had now transformed into a combination break, including one crack which went almost all the way down and through. I was so afraid the windshield wasn't going to hold. It had to be replaced urgently. Google search showed Safelite AutoGlass on Carlisle Pike which I'd drove by numerous times. So I made a call which directed me to their website. I was really impressed how technologically connected their whole operations are, I was able to get a detailed estimate and make an appointment by going through simple automated online questionnaire. And throughout the whole windshield replacement process, I also got various text notifications ranging from appointment reminders, to pre-authorized receipt, etc. My appointment was at 4:00 and I was out by 4:45. The whole transaction was as smooth as I could possibly imagine. Sure the staff didn't go out of their way to be friendly, nevertheless both Matt & Felicia answered all of my questions when asked. Two of the technicians came from the original Cindy Rowe which Safelite took over. So they are definitely very skilled veterans of the trade. And very professional workmanship -- gloves, protective blanket, special apparatus for glass, attention to details ... you name it, I felt my car was in good hands. Due to the (perhaps unfounded) urgency, I didn't really shop around so I can't comment on the competitiveness of their pricing. But the telephone voice menu recording actually gave out a 20% promo code to encourage the use of their online reservation system. I was also very pleased that they were being honest and automatically removed a line item from the online estimate because they were able to reuse my original rain detector. It may be a small deduction, but the gesture was appreciated. Oh, I also got my inspection stickers back in a form of a glass plaque! Just kidding. They cut out the sticker portion of the windshield so I can take it to get new stickers. Overall I had a very positive experience here. I really think Safelite deserves a much better rating.

On 2/13/23 a small rock from the road left a very small spider crack on my windshield. I quickly schedule an appointment with Safelite, because my insurance company recommended their services. Upon arriving to my appointment on 2/17/23, I was greeted by a less than enthusiastic employee, who seemed confused by my presence, even though I had a schedule appointment for 9am. He asked to walk to my vehicle to see if they could “even do the work”, his words. Upon looking at the damage, he said it shouldn’t be a problem…BUT he does have to let me know that there’s a chance it could spread. I said, what are the odds of that? He said slim, yours looks like a routine job. 15 mins pass, I’m sitting in the waiting room, and he comes in and says my windshield shattered (13 inches across the drivers side). Obviously I was incredibly irritated, and asked him if this is covered by my insurance. His tone changed to one less than customer service worthy, and he told me this is out of pocket expense that I’m reasonable for. I explained how unhappy with this service I am, and if there was an actual chance of shattering I should have signed a waiver. I also questioned how this happens, when this was supposed to be a “routine” job. He tried to tell me that all windshields are different and when he placed the device it shattered. Sounds like lack of experience and poor quality work. He wanted nothing to do with the conversation and told me he was pulling my vehicle out of the garage and that I should leave. I am not one to complain or even go about posting on Google… but this experience left me shocked and angry. A company that is supposed to be reputable and well know in the U.S. should not have practices such as …”oh sorry if we shatter your glass, you’re SOL.” DO BETTER. The countless reviews online show me that this is not an isolated event…as there are people across the country with similar experiences. I will never do business here again. I will be moving forward with a small business, instead of giving my money to a money hungry cooperation.

I’m not from the area, I live in South Carolina, so I had scheduled an appointment through my insurance for SafeLite to come to my hotel while I am in the area, since my windshield had cracked. Setting up the appointment took minutes and it was fully covered by my insurance. When Weston arrived, he had completed the whole ordeal in about 30 minutes. I forgot to remove my EZPass from my old windshield and he did so for me, and placed it back on the new one. He explained to me why the windshield may have cracked, and I asked him about my defrosters in the back window and he had informed me how to reconnect the wires from the inside of my car, and where to get the part. And if I couldn’t do it like that, informed me I would need a new back window. Very polite and very prompt with the work! I’m a new driver, so filing a claim with my insurance was easy and Weston made the work getting done an even easier process.

Initially I was disappointed that I was not made aware that if you used the "Drop and Go" at the shop it wasn't guaranteed to be ready by the end of business that day. I dropped the car off at 0730 and expected it to be ready by the end of the business day. I wasn't aware, and it wasn't explained, that if you drop your vehicle off, they will attempt to "squeeze" it in between the regular appointments. I totally understand that now, but I wish that they were clearer on how the Drop and Go worked. The manager and employees were very polite, so I decided to schedule a "regular appointment" a week or so later. Everything went much smoother this time. I waited for the car and the job was completed as promised. If the need arises, I will not hesitate to call Safelite again.

Came in on Friday afternoon and spoke with the Technician. He guided us step by step how we should get in touch with our Insurance in order to approve the work. We called our Insurance while we were there in the parking lot. Insurance representative went through the process and approved and also gave us the appointment for the following day - Saturday at 1:00 P.M. Went in the office and told the Technicial and it was all set. We went back on Saturday at about 12:30 P.M. It was all taken care of in about hour and a half and we were out from there very happy and satisfied. I must say, Safelite representatives are very polite and helpful and took care of our problem with out any hassel. THANK YOU SAFELITE AND YOUR HUNBLE STAFF.

Very disappointed and appalled at their discriminatory behavior. I’m used to nonsense when getting vehicle repairs, but refusing a scheduled & paid service, and questioning a customer’s integrity (after your shown the issue) is simply bad customer. Interestingly enough, Safelite customer service was on speakerphone when this event occurred and has initiated an internal investigation into this location. As a disabled veteran, I do not recommend this location and have already escalated this issue to Safelite Executive Management.

Great service at the Mechanicsburg PA location. The company as a whole is not consumer friendly. If you have a simple question after receiving great service the company Safelite is not helpful AT ALL!! Their phone to speak to an agent was the worst I have ever experienced. Avoid the corporate Safelite at all costs they clearly care nothing about the customer. I will have to drive by the shop to get a simple answer due to the corporate inability to provide any customer assistance AT ALL!!!

Safelite quoted me 357 to put a window in but when I got my credit card statement it showed that they charged me 421 and they didn't tell me there was extra charges . Crooks! Then when I called them out on it they said they would refund the one fee. But it never show d back up and I called them again and then they refused to refund the fee after they said they would. It's a joke. If you want good service go to Kings Auto Glass..they are awesome to work with compared to these jokes!!!

Simply terrible! They ordered an after market windshield, then blamed the windshield when they can’t properly recalibrate the cameras, 4 hrs wasted. So they order an OEM windshield and still can’t recalibrate the cameras. Then they finally find out from their corporate recalibration expert, that they updated the procedure but hadn’t gotten around to communicating it to their technicians. Another 4hours wasted. Incompetent abounds at Safelite!!